Acta turistica, Vol. 21 No. 1, 2009.
Izvorni znanstveni članak
THE IMPORTANCE OF PERCEIVED VALUE IN EVALUATING HOTEL GUEST SATISFACTION: THE CASE OF SLOVENIA
Aleksandra Pisnik Korda
; University of Maribor. Faculty of Business and Economics
Borut Milfelner
; University of Maribor. Faculty of Business and Economies
Sažetak
Perceived value is considered as one of the most influential measures of customer satisfaction and loyalty. Perceived customer value can be broadly defined as the customer's overall assessment of Ihe utility of a product (or service) based on perceptions of what is received and what is given. The main purpose of the study is to examine the role of perceived value as mediating variable
in hotel services perception, ln the empirical study perceived quality was linked directly as well as indirectly to hotel guest satisfaction, therefore perceived value was considered to be a mediating variable
between perceived quality and hotel guest satisfaction. Data for empirical research was collected from 1020 hotel guests in Ljubljana, Portorož, Zreče and Rogla in May and June 2007 by means of a
personal interview. Results suggest that only one third of the variance in guest satisfaction can be explained by perceived quality and that the indirect effect of petx:eived quality on guest satisfaction
through perceived value is much stronger than direct effect. This indicates the importance of perceived value as mediating variable in quality - satisfaction relationship.
Ključne riječi
perceived value; perceived quality; perceived price; hotel guest satisfaction
Hrčak ID:
76235
URI
Datum izdavanja:
1.6.2009.
Posjeta: 3.753 *